Operations Coordinator, Alan

• Since the scope of our Ops Runner role is extremely varied, we are open to candidates from different backgrounds : you could be a good fit for the Operations team at Alan if, for example, you:
• Operated processes and services especially for companies during the scale up stage or in industrial/logistic industries
• Worked in Support functions (Customer Support, People Operations etc)
• Had a Customer facing Commercial experience, e.g. account manager or Customer Success Communications, such as Social Media, Internal/ External Communications
• Handled event coordination
• Passionate about delivering & optimizing top notch operations: not scared to get your hands dirty to get into technical processes, making them clear and delightful for our operators and members
• A keen problem-solver and challenger with a dig deep mindset: what drives you is member and customer satisfaction !
• Highly organised with exceptional follow-up skills, with strong attention to details
• Strong and structured in written and verbal communication in English as well as in French (level C1 and above), with a high empathy
• Able to work and learn independently in a fast-paced environment
• Adaptable: you show flexibility and a strong ability to adapt to variable situations

Desirable

• The Operations Community’s core responsibilities is to deliver at scale our insurance and health services : we build our platform and operational capabilities and run our processes to guarantee delight and efficiency
• As we anchor our Insurance position, diversify our offering with health and well-being related services in 4 different countries (France, Belgium, Spain and Canada), our operations are increasingly complex and our challenges ahead have never been as exciting!
• Being an Ops at Alan means joining a team of 50+ talented, committed and passionate Ops across our countries, with a lot of interactions with Engineering, Product, Care and many other teams at Alan
• We have a mix of Builder profiles, focused on (re)designing and implementing our processes and Operations Coordinators who deliver those on a daily basis while improving them
• We want team members to deliver excellence to our companies and members and be ready to disrupt (and not only upgrade) the way we traditionally think about insurance or healthcare services
• The Operations Coordinator works on a specific subset of services we deliver (eg. claim reimbursement, fraud, clinic to name a few)
• Their core responsibilities (+- 70/80% of the time) are to:
• Run our Insurance or Health services processes - that's why we call them Ops Runners internally
• Ensure the day-to-day follow up and monitoring of our operations
• Flag risks and opportunities
• In details, your missions are:
• Operating our processes: performing tasks like invoicing or claims treatment, growing and managing our network of providers, supporting internal teams (live and through documentation)
• Contributing to the definition & owning the best monitoring scheme to track volumes/efficiency/SLAs, and identify risks and areas of improvement, internally or with our service providers
• Supervising partnerships (e.g. teleconsultation, claim operators), participating in the negotiation rounds, daily communication to ensure business continuity
• Performing controls on our daily operations to make sure the correct decisions were made and to identify training needs (internally as well as externally)
• Escalating feedback, helping to prioritise and supporting initiatives to make our processes and services more delightful and efficient
• Next to running and monitoring our operations, you implement continuous improvements to our processes (+-20/30% of the time)
• This can be in a variety of ways, e.g. working with product teams to automate certain processes, enhancing our external communication, auditing our processes, automating some process steps using automation tools, …
• Our Operations Coordinators or Ops Runners are organized in pools (3-7 runners) who are collectively responsible for running their scope
• Examples of topics are:
• Alan therapy: members can book a therapy session with psychologists
• You maintain smooth relationships with our psychologists, ensure therapy demand matches the supply and contribute to several steps of their lifecycle at Alan (hiring, onboarding, invoicing, supporting booking management etc)
• Claims: We provide a best-in-class claims experience, including our own optic care service. You treat claims and assist in decisions regarding our coverage
• Additionally, you monitor the performance of external service providers to meet SLAs & perform quality controls
• You ensure glasses get delivered on time, member satisfaction is high, our frame collection is attractive, collaboration with opticians is smooth and efficient, …
• Fraud: We run checks on claims submitted by our members, and build new ways of preventing fraud attempts
• You investigate suspicious claims, prevent fraudulent payments or recover when we paid fraudulent claims
• Set up: We provide best-in-class experience to our Customers : a smooth on/offboarding of their employees and a seamless invoicing or billing
• To do so, we continuously control & improve the quality of our processes : ensuring we have consistent information for invoicing, unlocking employee invite/removals in case of issue and supporting admin in case of payment issue or bankruptcy
• We look for profiles able to embrace any challenge and jump in any pool ! Depending on Alan needs (and personal interests), an Operations Coordinator will join in a pool and can change and explore new scopes after some time
• Do not hesitate to ask more concrete examples to the Operations Team Members you’ll meet during the process so they can share about their own scope